nCino
cloud banking
ITSpecialist
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optimal for Entry candidates.
“IT Specialist at nCino. Respond to escalated IT support requests. Analyze and troubleshoot complex issues”
What You'll Achieve.
Reduce future ticket volume
Industry & Context.
Independently analyzes and resolves escalated technical issues; Break down multi-faceted technical problems; analytical and problem-solving skills with systematic approach to diagnosing complex issues
What They're Looking For.
Must Have
Undergraduate degree in Computer Science, Information Technology, or related field with 2+ years of IT support experience or equivalent combination of education and experience, Proven ability to independently troubleshoot and resolve complex technical issues across multiple technology domains, knowledge of Windows and macOS operating systems with advanced troubleshooting capabilities, Experience with enterprise applications, productivity tools, and collaboration platforms used in corporate environments, Understanding of networking fundamentals, user account management, and IT security best practices, Experience with IT service management tools and ticketing systems for managing support workflows, Excellent customer service skills with ability to communicate technical information clearly to non-technical audiences, analytical and problem-solving skills with systematic approach to diagnosing complex issues, Ability to mentor junior team members and share knowledge effectively, organizational skills with ability to manage multiple concurrent support requests and projects, Professional communication skills for interacting with users at all organizational levels, Commitment to continuous improvement and staying current with technology trends
Nice to Have
Multiple IT certifications (CompTIA A+, Network+, Microsoft, Apple, or similar), Experience with mobile device management platforms and enterprise deployment tools, ITIL Foundation certification or knowledge of IT service management frameworks
What You'll Do.
Respond to escalated IT support requests
Analyze and troubleshoot complex issues
Break down multi-faceted technical problems
Implement solutions with minimal supervision
Manage and prioritize global IT Help Desk queue
Assess ticket risk and impact
Troubleshoot complex hardware issues
Resolve advanced software configuration problems
Manage user account lifecycle
Document troubleshooting processes and resolutions
Lead new employee onboarding technology setup
Participate in IT projects and initiatives
Stay current with emerging technologies
Leverage advanced technologies
How You'll Work.
Team & Collaboration
Collaborates across IT teams to solve multi-faceted problems; Collaborate with specialized IT teams; Contribute technical expertise
Communication Scope
Communicate technical information clearly to non-technical audiences; Professional communication skills
Process & Methodology
Cross-functional IT projects, Manage multiple concurrent support requests and projects
Full Job Description
nCino offers exciting career opportunities for individuals who want to join the worldwide leader in cloud banking. Provides independent second-level technical support for complex user technology needs as part of the IT Help Desk team. Independently analyzes and resolves escalated technical issues, collaborates across IT teams to solve multi-faceted problems, documents solutions for knowledge improvement, and mentors junior team members. Manages day-to-day support operations including system administration, hardware/software troubleshooting, user provisioning, and cross-functional IT projects. **Responsibilities:** * Respond to escalated IT support requests, independently analyzing and troubleshooting complex issues across hardware, software, and network domains. * Break down multi-faceted technical problems, identify dependencies across systems and teams, and implement solutions with minimal supervision. * Manage and prioritize global IT Help Desk queue, assessing ticket risk and impact to determine appropriate routing and response timing. * Troubleshoot complex hardware issues including Mac/PC systems, mobile devices, and audiovisual equipment requiring advanced diagnostic skills. * Resolve advanced software configuration problems across operating systems, productivity suites, collaboration platforms, and enterprise applications. * Manage user account lifecycle including provisioning, access changes, and de-provisioning across multiple systems following security protocols. * Document troubleshooting processes and resolutions in IT knowledge base to support team learning and reduce future ticket volume. * Lead new employee onboarding technology setup, ensuring smooth provisioning of hardware, software, and system access. * Collaborate with specialized IT teams (Infrastructure, Security, Applications) on complex issues requiring cross-functional expertise. * Provide informal mentoring to junior IT specialist by sharing troubleshooting techniques, best practices, and
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